Refusing and Discontinuing Service Flashcards

What is the role of security staff in the service refusal process?

Answer: Security staff support servers by monitoring patron behaviour, assisting with difficult refusals, and ensuring safe removal if necessary

Security staff work alongside servers as part of the responsible service team. They help monitor behaviour, provide physical presence during difficult cut-offs, and ensure safe removal when needed.

What should a server do if they feel physically threatened by a customer they are trying to cut off?

Answer: Immediately remove themselves from the situation and call for management, security, or police

Personal safety is the top priority. If a server feels physically threatened, they should immediately withdraw from the situation and seek help from management, security, or police. No service decision is worth risking safety.

Can a licensee ban a customer from returning to the premises?

Answer: Yes, licensees can ban customers for cause, provided the ban is not based on prohibited grounds of discrimination

Licensees have the right to ban customers for legitimate reasons such as intoxication, aggressive behaviour, or violation of house policies, as long as the ban does not violate human rights legislation.

What is the recommended approach when a customer who was previously cut off returns the next day requesting service?

Answer: Assess the situation fresh — if they are sober and behaving appropriately, service may be provided with increased monitoring

Each visit should be assessed independently. If the customer returns sober and behaves appropriately, service may resume. However, increased monitoring is prudent, and establishing rapport through a respectful conversation can help.

What is 'over-service liability' and who can be held responsible?

Answer: The server, the licensee, and the establishment can all be held liable if they continue serving an intoxicated person who then causes harm

Over-service liability can extend to individual servers, the licensee, and the business entity. All can face legal consequences if they continue serving a person who is intoxicated and that person subsequently causes harm.

What should a server do when they are uncertain whether a customer is intoxicated enough to warrant refusal?

Answer: Err on the side of caution, slow down service, consult with a colleague or manager, and increase monitoring

When in doubt, servers should err on the side of caution by slowing service, seeking a second opinion from a colleague or manager, and closely monitoring the customer for further signs.